Customer Support & Outbound Agent - working in shifts

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Employer: Blue Chameleon Tech
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 22.08.2019
    Short company description

    Located in the bustling city of Bucharest,
    Blue Chameleon Tech is a hub of international marketing and tech enterprise.

    Requirements

    • Professional use of the English language
    • Great communication skills, flexible and reliable
    • Good computer skills and multitasking abilities
    • Availability for working in shifts

    Responsibilities

    KEY RESPONSIBILITIES IN SUPPORT:
    • Provides excellent customer service assistance to online casino clients via chat and email.
    • Answers inquiries by clarifying desired information; researching, locating, and providing information.
    • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
    • Fulfils requests by clarifying desired information; completing transactions; escalating requests to the relevant departments
    • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
    • Able to handle stressful situations
    • Involves management during an escalated customer issue when necessary to satisfactorily resolve the customer’s concern.
    • Able to work on shifting schedules (morning, mid and night shifts)
    • Able to work as part of a team
    • Efficiently works together with the team in reaching the personal, team and department Key Performance Indicators (KPIs) set every month based on the Service Level Agreement (SLA)
    • Communicates with management about errors with system/website issues.
    • Performs other duties as assigned.
    • Will be directly reporting to the Team Leader.

    KEY RESPONSIBILITIES IN OUTBOUND ACTIVITIES:
    • Outbound customer engagement in order to drive high customer satisfaction and incremented revenue.
    • Following up with customers in their welcome journeys with the goal to increase overall life time value.
    • While using live chat as the main tool, proactively initiate customer engagements with the objective to increase the overall average deposit value (upsell).

    • Build collaborative relationships with all marketing teams to gain a great understanding of customer base through insight, segmentation and data analysis.
    • Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
    • Management of data and CRM agency, resolving any issues that arise during the implementation of CRM campaigns.
    • Analysis and reporting on campaigns effectiveness in terms of traffic, acquisition, conversion, retention and revenue.
    • Identifying areas for improvement and making recommendations.